Rude Staff At Sunway Lagoon Resort Hotel

[chookyan]

Happy New Year To Everyone!

We had our dinner on New Year Eve on at the mentioned hotel, the dinner was fine until the stroke of midnight. The kids decided to adjourned outside to watch the fireworks, once the fireworks finished we tried to make our way back to the lobby. We were stopped at the lobby entrance by a staff dressed in a suit and was asked rudely if we are hotel guest , if we are not the hotel is off limit. The kids were only admiring the Christmas Tree and we were being chased away in full view of the crowd. Even after telling him that we were from the restaurant , he just shouted back that the restaurant are full. Do we need such kind of services?. I don't know how the hotel won awards with such staff. Are we expected to serve if we drive a big car to the lobby and get it valent park???. Share your views about your encounters at Sunway Lagoon Resort Hotel.

[patrick]

Call up the GM and let him have it! Know your rights.

[xweird]

Sometimes these working level employees like to take matters into their own hands. And without proper instructions from the management, they do not know that what they do is right or wrong.

Perhaps it was the high stress of handling too many party-goers that made him crack.

Then again, I wouldn't expect to be treated like shi+ in a 5-star hotel.

[eymc]

stop going there loh!
may other hotels what?

[bslee]

I fully agree with Patrick. Call the GM of the hotel and give him/her a piece of your mind. All hotel staff could be identified with their name tag and must be courteous in handling any situation, not like what you described.
Regardless whether you stay or dine in a hotel, everyone coming is a hotel guest.

[eymc]

wah......you sound like a hotellier leh! are you one?

[bslee]

Was one.. in the past century!

[saml]

I agree that you should bring it to the attention of their superiors instead of adopting the malaysian/asian approach of keeping quiet and not patronising the hotel. The higher ups may not know of such things happening and the necessary action may be taken against the staff. I know cos I am from the industry. We should be more assertive of our rights. I don't mean to encourage people to be a pain in the ass but if you feel that you have been offered a service below your expectations you are entitled to voice it to the management.

[chookyan]

Dear Friends,

This is the reply from Sunway Lagoon Resort Hotel - Any comments!



-- pgibbons@sunway.com.my wrote:
> From: pgibbons@sunway.com.my
> Subject: Rude Staff at Sunway Lagoon Resort Hotel
> To: moneycky@yahoo.com
> CC: chrisn@sunway.com.my,
> carolinew@sunway.com.my
> Date: Fri, 9 Jan 2004 14:29:26 +0800
>
> Dear Mr Charlie
>
Greetings from the SUNWAY LAGOON RESORT HOTEL.

First and foremost, we would like to extend our most sincere apologies over
the regrettable incident in the early hours of January 1st, and for the > embarrassment and disappointment which may caused to your goodself and your family.
>
Our Security Dept has always undertaken tight security and control measures to coordinate smooth flow of traffic and public over festivities and
government / private sector functions as well as maintaining the safety and
security of our guests at all times. However, > in this instance, we had
overlooked in giving out passes to the guests for them to re-enter the
hotel. Rest assured that every effort on our part to implement these
passes at all future festivities and functions.
>
The staffs concerned were thoroughly questioned by our Security personnel
even though we know that these staff are of good performance and have
proven clean track record since their employment began. Hotel policies and
procedures have also been strictly adhered to throughout. The concerned
staff has been counseled accordingly, and the hotel will ensure that no
such incidents will reoccur in the near future.
>
Mr Charlie, we place your patronage to the hotel on the highest regard, and
as such, your comments were thoroughly looked into.
Please be assured that these comments will used to help us focus on these operational matters to better serve you and your guests in the near future.
>
We do hope this does not deter you and your guests from selecting SUNWAY LAGOON RESORT HOTEL as the choice destination in the near future. In the meantime, please do not hesitate to contact our Director of Rooms, Mr Chris Niuh who will be more than happy to assist you.
>
> Yours sincerely
> Peter D. Gibbons
> General Manager
> Sunway Lagoon Resort Hotel
> Tel : (603) 7492 8000 ext. 3003
> Fax : (603) 7492 4780
> Email : pgibbons@sunway.com.my
> Web : http://www.sunway.com.my
>
>

[jericho]

chookyan,

I guess nothing much you can do since they already replied to your email. Unless you need further clarification then contact the Director of Rooms (By the way, I thought you went there for dinner and not as a room guest).

That's a good part on them that they did reply to your query.

[chookyan]

Jericho,

Don't know why it was passed on to the Director of Rooms. The bright side is at least there was a reply from them.

Happy New Year !

[Cool Hand Luke]

They have replied to you. They have apologised and promised to take steps to ensure that such incidents would not happen again. They have also counselled the staff concerned. There is no excuse for rudeness but on the other hand, given the craziness of terrorists nowadays, security is always foremost in the mind of big establishment. Like I said, there is no excuse for rudeness. While on the subject, you did ask for people to share their views on Sunway Lagoon Resort Hotel (in your first post). I have been a very regular customer for many years. I have used the Sun n Surf cafe, the Chinese restaurant, the Bistro and the Lounge bar. I have always found their customer service first class.

[fonzie]

..."I have always found their customer service first class..."

Ditto here with their Japanese restuarant.

Cheers!
FonZie

[Cool Hand Luke]

Fonzie - Now you know my secret. Japanese cuisine and I do not agree with each other!

[aimless]

chookyan

the letter from the GM strikes me as prompt, and to the point. It appears that he has addressed your concerns, and whether or not it was written personally by him, at least it comes from his desk, so to speak.

i must say that letter has elevated my opinion of this hotel somewhat. Have always thought them to be merely ok. But in retrospect, maybe my opinion was formed by the patrons, and not the staff. Have been a few times to the Sun and Surf Cafe - all i can say is that i have never seen greedier diners in my life. (no disrespect, CHL... :P)